====== Customer Onboarding ======

[[pub:processes:start|← Back to Core Processes]]

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===== Purpose =====

To take a new trial signup from first contact to an active, value-realising customer — consistently, within 14 days of signup.

===== Owner =====

**Predrag Tasevski** — CEO / Visionary

===== Trigger =====

This process starts when a new trial signup is confirmed — either via the unicis.tech signup form (Mautic notification) or via a direct outreach that results in a trial account being created.

===== Steps =====

  - **Signup confirmation** — Mautic sends automated welcome email with getting-started link. Predrag receives notification in Matrix (#sales channel). \\//Tool: Mautic, Matrix//
  - **Account created in [[https://erp.unicis.tech|Dolibarr]]** — Create a new third-party (Tiers) record in [[https://erp.unicis.tech|Dolibarr]] for the organisation. Link the contact to the Mautic subscriber record. \\//Tool: [[https://erp.unicis.tech|Dolibarr]]//
  - **Qualification check (day 1–2)** — Predrag reviews the signup: company size, country, use case. If the customer fits the [[pub:company:vision_traction_organizer#marketing_strategy|Ideal Customer Profile]], proceed. If not, note in [[https://erp.unicis.tech|Dolibarr]] and continue nurture via Mautic only. \\//Tool: [[https://erp.unicis.tech|Dolibarr]], Mautic//
  - **Welcome call booked (day 2–3)** — Send a personal welcome message via email (FreeScout) offering a 30-minute onboarding call. Use the Unicis Nextcloud Calendar link for scheduling. \\//Tool: FreeScout, Nextcloud Calendar//
  - **Onboarding call (day 3–7)** — 30-minute call via Jitsi. Cover: their primary compliance need, which framework to start with, how to import controls, how to invite their team. Record the call if the customer consents. \\//Tool: [[https://cloud.unicis.tech|Nextcloud Talk]]//
  - **Follow-up + resources (within 24h of call)** — Send follow-up email via FreeScout with: summary of call, link to relevant documentation, link to the [[https://www.unicis.tech/docs/|Unicis Docs]], and community Discord invite. \\//Tool: FreeScout//
  - **7-day check-in** — Automated Mautic email at day 7: "How is it going?" with link to feedback form. Predrag reviews opens and replies in FreeScout. \\//Tool: Mautic, FreeScout//
  - **Conversion conversation (day 10–14)** — If the customer is active (logged in ≥ 3 times, has at least one framework mapped), initiate a conversion conversation. Send [[https://erp.unicis.tech|Dolibarr]] quote/proposal with subscription options. \\//Tool: [[https://erp.unicis.tech|Dolibarr]]//
  - **Subscription activated** — Customer selects a plan. [[https://erp.unicis.tech|Dolibarr]] invoice sent. Wise payment link shared. Account upgraded in the platform. Record confirmed in [[https://erp.unicis.tech|Dolibarr]] as active customer. \\//Tool: [[https://erp.unicis.tech|Dolibarr]], Wise, Unicis Platform//
  - **Handoff to ongoing success** — Add customer to the active customer Matrix channel or Discord. Assign to Alexander for ongoing support and community engagement. \\//Tool: Matrix, Discord//

===== Output =====

The process is complete when:
  * The customer has an active paid subscription in [[https://erp.unicis.tech|Dolibarr]]
  * The customer has at least one framework mapped in the platform
  * The customer record is complete in [[https://erp.unicis.tech|Dolibarr]] (contact, organisation, plan, notes)
  * The customer has a support channel (Matrix or Discord)

===== Tools =====

  * **Mautic** — automated emails, lead tracking, nurture sequences
  * **[[https://erp.unicis.tech|Dolibarr]]** — CRM record, quoting, invoicing, customer lifecycle
  * **FreeScout** — personal outreach and support email
  * **Jitsi** — onboarding call
  * **Nextcloud Calendar** — meeting scheduling
  * **Wise** — payment link for invoice
  * **Unicis Platform** — customer's actual product environment
  * **Matrix / Discord** — ongoing customer community

===== Notes / Exceptions =====

  * **EU Projects participants:** Organisations joining via OSCRAT, VIC, or other EU projects may have free access. Skip the conversion steps; ensure they are in [[https://erp.unicis.tech|Dolibarr]] as a project-linked account.
  * **Self-hosted customers:** Steps 8–9 differ — they receive a licence key from billing.unicis.tech rather than a SaaS upgrade. Document separately once billing.unicis.tech is live.
  * **Inbound partner referrals:** Note the referring partner in [[https://erp.unicis.tech|Dolibarr]] for commission tracking.

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==== Revision History ====

^ Date ^ Change ^ Updated by ^
| 2026-05-25 | Initial version | Predrag Tasevski |

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[[pub:processes:start|← Back to Core Processes]]

{{tag>processes onboarding customer sales}}